Avaya Call Center Platform Licensing - WFM CRM Integration
This Avaya platform software subscription unlocks integrated Workforce Management and CRM capabilities for your contact center operations, ensuring continuous feature access and compliance.
- Access to Advanced Features: Unlock integrated Workforce Management (WFM) and Customer Relationship Management (CRM) functionalities within your Avaya platform.
- Continuous Operation: Maintain up-to-date software access, preventing service disruptions and ensuring your contact center runs smoothly.
- Compliance Assurance: Stay current with licensing requirements and vendor support, mitigating risks associated with outdated software.
- Feature Entitlement: Gain the right to use specific software modules and capabilities that enhance contact center efficiency and customer engagement.
Product Overview
Product Overview
This is a subscription-based platform software license for Avaya solutions, specifically enabling integration between Workforce Management (WFM) and Customer Relationship Management (CRM) systems. It provides the necessary entitlements to activate and utilize these advanced features within your existing Avaya contact center environment.
This license is designed for businesses that utilize Avaya contact center technology and require enhanced capabilities for managing agent schedules, performance, and customer interactions. It fits into the software licensing layer of your IT stack, ensuring your operational tools are properly licensed and functional.
- Integrated Functionality: Enables seamless data flow and interaction between WFM and CRM modules.
- Subscription Billing: Provides predictable operational expenses with a recurring subscription model.
- Platform Licensing: Covers the software rights to utilize specific Avaya platform features.
- Feature Unlock: Activates advanced capabilities for contact center optimization.
- Compliance and Support: Ensures your software is licensed correctly and eligible for vendor updates.
This Avaya software subscription is ideal for SMB and mid-market organizations seeking to enhance their contact center operations with integrated WFM and CRM capabilities.
What This Enables
Enable Integrated Workforce Management
Enable teams to optimize agent scheduling, forecasting, and performance management by integrating WFM tools directly with their Avaya platform. This ensures efficient resource allocation and adherence to operational goals.
cloud-hosted contact center, on-premises PBX, hybrid IT environment, unified communications deployment
Streamline CRM Data Exchange
Streamline customer interaction data exchange between your CRM system and Avaya contact center for a unified view of customer history. This allows agents to provide more personalized and informed service.
customer service operations, sales support functions, multi-channel communication strategy, business process automation
Automate Compliance Reporting
Automate the generation of compliance reports related to agent activity and service levels by leveraging integrated WFM and CRM data. This reduces manual effort and ensures adherence to regulatory requirements.
regulated business operations, data integrity focus, operational efficiency drive, IT infrastructure modernization
Key Features
Workforce Management Integration
Optimize agent scheduling and forecasting for improved operational efficiency.
CRM Integration
Provide agents with a unified view of customer interactions for enhanced service.
Subscription Licensing
Ensure predictable costs and continuous access to software updates and features.
Platform Software
Activate advanced capabilities within your existing Avaya contact center environment.
Compliance Assurance
Maintain proper licensing and vendor support to mitigate operational and regulatory risks.
Industry Applications
Finance & Insurance
Financial institutions require robust contact center solutions for customer service and compliance, making integrated WFM and CRM essential for managing high volumes of sensitive interactions and regulatory adherence.
Healthcare & Life Sciences
Healthcare providers need efficient patient communication and appointment management, where integrated WFM and CRM support scheduling accuracy, patient data privacy, and service level compliance.
Retail & Hospitality
Retail and hospitality businesses rely on contact centers for customer support, order inquiries, and loyalty programs, benefiting from WFM for staffing optimization and CRM for personalized guest experiences.
Government & Public Sector
Public sector agencies often handle citizen inquiries and service requests, requiring efficient resource allocation through WFM and case management through CRM to ensure timely and effective public service delivery.
Frequently Asked Questions
What is Avaya CAL-ONE-SOL-INTG-PCK-WFMCRM-SWPCK?
This is a subscription-based software license package from Avaya that enables integration between Workforce Management (WFM) and Customer Relationship Management (CRM) systems on their contact center platform. It ensures you have the rights to use these specific features.
Who is this license intended for?
This license is for businesses that use Avaya contact center solutions and want to enhance their operations by integrating WFM and CRM functionalities. It is designed for SMB and mid-market companies.
What are the benefits of this integration?
The benefits include optimized agent scheduling, improved customer data visibility for agents, streamlined workflows, and enhanced reporting capabilities, all contributing to better customer service and operational efficiency.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.